Customer Service Quiz Retail


Retail Customer service quiz
Mandy Bullock
Quiz by Mandy Bullock, updated more than 1 year ago
Mandy Bullock
Created by Mandy Bullock over 8 years ago

Resource summary

Question 1

Which of the following shows the difference between customer service standards and policies?
  • Standards and policies are methods of carrying out a service
  • A standard is a company’s plan of action to deliver a service and a policy is why it should be done.
  • A standard is a plan of action whist a policy is how the plan will be carried out
  • A standard is an accepted level of service and a policy is the organisation’s plan of action to deliver the service

Question 2

What is the main benefit to a customer of a retail business having a customer service policy?
  • Customers will stay within the law.
  • Customers will always be able to get a refund
  • There is consistency in the way customers are treated.
  • Customers can follow these policies when complaining

Question 3

Which of the following is one of the most common types of customer complaints?
  • Unhelpful staff
  • Opening times.
  • No toilet facilities

Question 4

What is the best technique for listening to a customer making a complaint?
  • Pick out important points and facts.
  • Explain the company policy for complaints
  • Think about what you are going to say.
  • Make notes.

Question 5

When a sales person is listening to a customer, what should they listen for whilst the customer is speaking?
  • Good points
  • Important points and facts
  • Queries from other customers
  • Manager or colleague

Question 6

After listening and apologising to the customer, what must happen before informing the customer of a solution to their complaint?
  • A solution is put into action
  • The store becomes less busy
  • The customer is satisfied with the solution
  • Company policy is explained

Question 7

Which one of the following describes a main key feature of excellent customer service?
  • Being courteous to customers
  • Exceeding customer needs
  • Accepting customer needs
  • Meeting company needs

Question 8

Which one of the following techniques is the most effective method of approaching customers on the salesfloor?
  • Greet them and carry on working
  • Acknowledge their presence
  • Wait until the customer asks for help
  • Observe customer movements but say nothing
Show full summary Hide full summary


Customer Service Quiz
Antonia Blankenberg
Understanding the Effects of Customer Service
Antonia Blankenberg
Dealing with Customer Concerns and Issues
Antonia Blankenberg
Dealing with Customers
Antonia Blankenberg
Risk Assessment in the Workplace
Antonia Blankenberg
Defining Customer Service
Antonia Blankenberg
Handling Money
Antonia Blankenberg
Provide Service to Customers
nancy stokes
Key HACCP Terminology
Andrew Burke
Customer Service in the Hospitality Sector
Jacob Lee
HACCP Seven Principles
Andrew Burke